Privacy Policy
Last updated: 1st September 2026
1. About this Privacy Policy
Digital Camera Warehouse is operated by DCW (NSW) Pty Ltd (ABN 73 645 463 627) ("Digital Camera Warehouse", "DCW", "we", "us" or "our").
We respect your privacy and are committed to handling personal information responsibly, transparently and securely.
This Privacy Policy explains how we collect, hold, use and disclose personal information, how you can access or correct your personal information, how you can make a privacy complaint, and how we manage personal information in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), and other applicable Australian laws.
This Privacy Policy applies to personal information we handle through our website, stores, contact centre, customer service channels, competitions and promotions, events, social media interactions and other dealings with you.
We may provide additional privacy notices at the point where particular information is collected. Those notices should be read together with this Privacy Policy.
2. What is personal information?
Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.
The types of personal information we collect depend on how you interact with us and the products or services you use.
3. Personal information we may collect
We may collect and hold information including:
- your name;
- residential, billing and delivery addresses;
- email address;
- telephone number;
- account details and account preferences;
- information associated with orders, purchases, refunds, returns, warranties, repairs and other transactions;
- products and services you have purchased, enquired about or interacted with;
- delivery and fulfilment information;
- payment and transaction information required to process or verify a transaction;
- records of communications between you and DCW, including enquiries, feedback and complaints;
- information associated with competitions, promotions, events, surveys or other activities you choose to participate in;
- marketing preferences and records of your consent or requests to unsubscribe;
- information required to assess suspected fraudulent or unauthorised transactions;
- information required to verify your identity where verification is reasonably necessary;
- information associated with trade-ins or second-hand transactions;
- warranty, repair and service information, including product serial numbers;
- images, files or other media you provide to us where necessary for a service you have requested;
- information contained in applications for employment with DCW;
- information about how you use our website and online services, including IP address, browser type, device information, pages viewed, referring pages, session information, cookie identifiers and similar technical information; and
- other information you voluntarily provide to us.
We do not seek to collect sensitive information unless it is reasonably necessary for our functions or activities and its collection is permitted by law.
Where we collect a government-related identifier or identity document, we will only collect, use or disclose that information where reasonably necessary and permitted by law. We do not use government-related identifiers as our own customer identifiers.
4. How we collect personal information
Where reasonable and practicable, we collect personal information directly from you.
We may collect personal information when you:
- purchase or order a product or service;
- create or use an online account;
- contact us by telephone, email, online form, social media or in person;
- visit one of our stores;
- request delivery or collection of an order;
- arrange a return, refund, repair, warranty claim or other after-sales service;
- trade in or sell equipment to us;
- enter a competition, promotion or survey;
- subscribe to marketing communications;
- attend an event or training activity;
- apply for employment with us; or
- browse or interact with our website.
We may also receive personal information from third parties where reasonably necessary, including:
- payment and financial service providers;
- delivery and logistics providers;
- manufacturers, distributors and suppliers;
- fraud prevention, identity verification and cybersecurity providers;
- warranty and repair providers;
- related companies and shared service providers;
- marketing and technology platforms;
- publicly available sources; and
- other third parties where you have authorised the disclosure or the disclosure is otherwise permitted by law.
If you provide personal information about another person to us, you should ensure that you are authorised to provide that information and, where appropriate, make that person aware of this Privacy Policy.
5. Anonymity and pseudonymity
Where lawful and practicable, you may interact with us anonymously or using a pseudonym, for example when making a general enquiry.
There are circumstances where we need to know your identity or particular contact information in order to provide a product or service. For example, we generally require identifying and delivery information to process an online order, arrange delivery, provide certain warranty services, process a refund, verify a transaction or meet legal obligations.
6. Why we collect, use and disclose personal information
We may collect, use and disclose personal information for purposes including:
- processing and managing orders and transactions;
- taking and processing payments;
- verifying transactions and preventing fraud;
- supplying products and services;
- arranging delivery, collection and order fulfilment;
- arranging for products to be shipped directly by a supplier or fulfilment partner;
- providing order confirmations, invoices, delivery notifications and other transactional communications;
- managing customer accounts;
- processing refunds, exchanges and returns;
- providing warranty, repair, technical and after-sales support;
- facilitating manufacturer or supplier warranty claims and services;
- managing trade-ins and second-hand purchases;
- responding to enquiries, complaints and feedback;
- providing customer service;
- administering competitions, promotions, events and surveys;
- providing marketing communications where we have consent or are otherwise permitted by law;
- understanding how customers use our website, products and services;
- improving our products, services, website and customer experience;
- conducting analytics, research and business planning;
- maintaining the security and integrity of our systems;
- detecting, investigating and preventing fraud, misuse, security incidents and unlawful activity;
- training staff and maintaining service quality;
- managing our business operations and administration;
- assessing employment applications;
- establishing, exercising or defending legal claims;
- complying with applicable laws, regulations, court or tribunal orders and lawful requests from authorities; and
- other purposes that are reasonably related to the purpose for which the information was collected, where permitted by law.
Where required by law, we will obtain your consent before using or disclosing personal information for a secondary purpose.
7. Orders fulfilled or shipped by our suppliers
Some products sold by Digital Camera Warehouse may be supplied, fulfilled or shipped directly to you by a manufacturer, distributor, wholesaler, supplier or other fulfilment partner.
Where this occurs, we may disclose the personal information reasonably necessary for that party to process and fulfil your order.
Depending on the circumstances, this may include:
- your name;
- delivery address;
- telephone number;
- email address;
- the products ordered;
- quantity and delivery instructions; and
- relevant DCW order or reference information.
We seek to limit the information provided to what is reasonably necessary for the supplier or fulfilment partner to perform the relevant service.
A supplier or fulfilment partner receiving personal information from DCW solely for the purpose of fulfilling a DCW order is not authorised by DCW to use that information for its own unrelated direct marketing.
Where appropriate, we require organisations handling personal information on our behalf to protect that information, restrict its use to authorised purposes and notify us of relevant privacy or security incidents.
8. Other parties we may disclose personal information to
We may disclose personal information to third parties where reasonably necessary for our business operations or where otherwise permitted or required by law.
These parties may include:
- manufacturers, distributors, wholesalers, suppliers and fulfilment partners;
- courier, postal, freight and logistics providers;
- payment gateways, payment processors, banks and financial service providers;
- fraud prevention and identity verification providers;
- warranty, repair and technical service providers;
- ecommerce, website hosting, cloud computing and IT service providers;
- cybersecurity and data storage providers;
- customer service and communications platforms;
- email and messaging providers;
- analytics and website performance providers;
- advertising and marketing technology providers where permitted by law;
- professional advisers including accountants, lawyers, auditors and insurers;
- related companies and entities providing shared business, finance, technology, administration or operational services;
- government agencies, regulators, courts, tribunals, law enforcement bodies or other parties where disclosure is authorised or required by law;
- prospective purchasers, advisers or other relevant parties in connection with a proposed or actual sale, restructuring or transfer of all or part of our business, subject to appropriate confidentiality and privacy protections; and
- any other party with your consent or at your direction.
We do not sell customer personal information to third parties for their own unrelated marketing purposes.
Where a service provider handles personal information on our behalf, we take reasonable steps appropriate to the circumstances to ensure that the information is handled securely and for authorised purposes.
9. Overseas disclosure and storage
Overseas disclosure and storage
Some of the third parties, technology providers, service providers and contractors we use may be located outside Australia or may store, process or access personal information from locations outside Australia.
DCW may disclose personal information to overseas recipients in connection with services including ecommerce, email marketing, payment processing, fraud prevention, customer support, website technology, customer review services and the provision of technical, development or operational support by contractors.
In some circumstances, authorised contractors located outside Australia may be provided with remote access to DCW systems containing personal information where that access is reasonably necessary for them to perform services for DCW. Any such access is subject to appropriate access controls, confidentiality obligations and other privacy and security requirements.
Based on our current service arrangements, overseas recipients of personal information are likely to be located in the United States of America, Canada, Singapore, Slovakia, Sweden, the United Kingdom, countries within the European Union and Iran.
Where we disclose personal information to an overseas recipient, we take reasonable steps as required by applicable Australian privacy law in relation to that disclosure. Depending on the circumstances, these steps may include contractual requirements, restrictions on the permitted use of personal information, access controls, security requirements, confidentiality obligations and requirements applying to service providers, contractors and subcontractors.
Some service providers operate infrastructure, support functions or subprocessors across multiple locations. The locations used by our service providers and contractors may change from time to time. We periodically review our overseas data-handling arrangements and will update this Privacy Policy where necessary.
Before using an overseas provider or permitting an overseas contractor to access personal information, we consider the nature of the information, the purpose of the disclosure or access, the recipient and the privacy and security protections appropriate in the circumstances.
The location of technology infrastructure and service providers may change from time to time. We will keep this information under review and update this Privacy Policy where necessary.
Before using an overseas provider or disclosing personal information overseas, we consider the nature of the information, the purpose of the disclosure, the recipient and the privacy and security protections that are appropriate in the circumstances.
10. Payment information and transaction security
When you make a purchase, payment information may be processed by DCW and/or third-party payment and financial service providers.
We use payment information only as reasonably necessary to process, verify, reconcile, refund or investigate transactions, prevent fraud, comply with financial and legal requirements and manage related customer service issues.
Payment providers may independently handle personal information under their own privacy policies and legal obligations.
We do not disclose payment information to suppliers fulfilling an order unless that information is genuinely necessary for the authorised transaction and its disclosure is permitted by law. A supplier fulfilling an ordinary drop-shipped order does not require your full payment card details.
11. Fraud prevention and order verification
We take reasonable steps to protect DCW and our customers against fraud, unauthorised transactions and misuse.
We may use information relating to an order, account, payment, device, network, delivery address, transaction history or other relevant indicators to identify transactions that may require additional verification.
We may also use third-party fraud prevention or verification services.
Where additional verification is reasonably necessary, we may contact you or request further information before completing an order.
Any identity information collected for verification purposes will be handled in accordance with this Privacy Policy and applicable law and should not be retained for longer than reasonably necessary unless retention is required or permitted by law.
12. Automated systems and decision-making
We may use computer programs and automated tools to assist with activities such as transaction monitoring, fraud detection, order risk assessment, security, product availability, website functionality and business analytics.
For fraud prevention and order verification, automated systems may analyse information such as:
- transaction and order information;
- account and contact information;
- payment-related indicators;
- delivery information;
- device and network information;
- previous transaction or account activity; and
- fraud and security indicators supplied by service providers.
Automated systems may identify or flag an order for additional verification, manual review, delay, cancellation or other fraud-prevention action.
Where we arrange for a computer program to use personal information to make, or substantially and directly assist in making, a decision that could reasonably be expected to significantly affect an individual's rights or interests, we will provide the transparency required by applicable privacy law, including information about the kinds of personal information used and the kinds of decisions made or substantially assisted by automated systems.
Where appropriate, we maintain human oversight or review processes for significant decisions involving automated systems.
13. Direct marketing
We may send information about products, services, promotions, events or offers where you have consented to receive marketing communications or where we are otherwise permitted to do so by law.
Purchasing a product from DCW does not, by itself, mean that you are required to subscribe to our marketing communications.
Transactional communications relating to an order, payment, delivery, warranty, repair, security matter or customer service request are separate from marketing communications.
Where required, our electronic marketing communications will identify the sender and contain a clear and functional method of unsubscribing.
You may opt out of direct marketing at any time by:
- using the unsubscribe facility in an electronic marketing communication;
- updating available communication preferences; or
- contacting us using the details in the "Contact us" section below.
We will action unsubscribe requests in accordance with applicable law.
Opting out of marketing will not prevent us from sending communications that are reasonably necessary to manage an existing transaction, service, account, warranty, safety or legal matter.
We do not authorise a supplier that receives your information solely to fulfil a DCW order to independently add you to its marketing database.
14. Cookies, analytics and online technologies
Our website may use cookies, pixels, tags, local storage and similar technologies.
These technologies may be used to:
- operate essential website functions;
- maintain your shopping cart and session;
- remember preferences;
- help secure the website;
- detect fraud or suspicious activity;
- understand website traffic and usage;
- diagnose performance issues;
- improve our website and services;
- measure the effectiveness of advertising or campaigns; and
- provide or measure advertising where permitted by law.
Some of these technologies may be provided by third-party analytics, advertising, ecommerce or technology providers.
Information collected through these technologies may include IP address, device information, browser information, pages viewed, referring websites, interactions, approximate location derived from technical information and cookie or advertising identifiers.
You can control certain cookies through your browser or device settings. Disabling some cookies may affect the operation or functionality of our website.
Where consent is required by applicable law for a particular technology or use, we will seek that consent.
15. Third-party websites and services
Our website may contain links to websites, applications or services operated by third parties.
Those third parties may have their own privacy practices and policies. We encourage you to review their privacy information before providing personal information to them.
This Privacy Policy applies to personal information handled by DCW and does not govern the independent privacy practices of third parties.
16. Accuracy and correction of information
We take reasonable steps to ensure that personal information we use or disclose is accurate, up to date, complete and relevant, having regard to the purpose for which it is used or disclosed.
You can help us by providing accurate information and notifying us if your information changes.
If you believe personal information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, you may ask us to correct it.
17. How we protect personal information
We take reasonable technical and organisational steps appropriate to the circumstances to protect personal information we hold from misuse, interference and loss and from unauthorised access, modification or disclosure.
Depending on the nature of the information and systems involved, our safeguards may include:
- access controls and authentication;
- restricting access to personnel who require information for legitimate business purposes;
- encryption and other technical protections where appropriate;
- system and security monitoring;
- network and device security;
- secure storage arrangements;
- supplier and service-provider security requirements;
- staff confidentiality obligations and training;
- processes for managing access permissions;
- security incident and data breach response procedures; and
- reviewing and improving security controls as risks and technology change.
No method of electronic transmission or storage can be guaranteed to be completely secure. We therefore cannot guarantee that a security incident will never occur, but we will take reasonable steps required by law to prevent and respond to privacy and security incidents.
18. Data breaches
We maintain processes for identifying, containing, investigating and responding to suspected privacy and data security incidents.
Where a data breach is subject to the Notifiable Data Breaches scheme under the Privacy Act, we will assess the incident and notify affected individuals and the Office of the Australian Information Commissioner where required by law.
We also expect relevant service providers, suppliers and fulfilment partners handling personal information on our behalf to notify us of privacy or security incidents affecting that information so that appropriate action can be taken.
19. How long we retain personal information
We retain personal information only for as long as reasonably necessary for the purposes for which it is held or as required or permitted by law.
The period for which information is retained varies depending on factors including:
- the reason the information was collected;
- the nature and sensitivity of the information;
- warranty and product-support requirements;
- transaction and accounting requirements;
- fraud prevention and security requirements;
- dispute and complaint management;
- legal limitation periods; and
- statutory record-keeping obligations.
Where personal information is no longer required for a purpose for which it may lawfully be used or disclosed, and we are not legally required to retain it, we take reasonable steps to destroy it or ensure that it is de-identified.
Our destruction and de-identification processes may take account of backup systems and technical retention cycles.
20. Unsolicited personal information
If we receive personal information that we did not request, we will consider whether we could have lawfully collected that information.
Where we could not have lawfully collected it and we are not required or authorised by law to retain it, we will take reasonable steps to destroy or de-identify it.
21. Accessing your personal information
You may request access to personal information we hold about you.
To protect your privacy, we may need to verify your identity before providing access.
We will respond to access requests within a reasonable period and provide access in the manner requested where it is reasonable and practicable to do so, subject to any exceptions permitted by law.
In some circumstances, the Privacy Act permits us to refuse access to some or all of the information requested. If we refuse access where the law requires us to provide reasons, we will explain the basis for the refusal and available complaint mechanisms.
We will not charge you for making an access request. Where permitted by law, we may charge a reasonable amount for costs associated with providing access, and we will tell you about any proposed charge before proceeding.
22. Correcting your personal information
You may ask us to correct personal information we hold about you if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.
We will respond within a reasonable period.
Where required and appropriate, we will take reasonable steps to notify relevant third parties to whom we previously disclosed the information of a correction.
If we refuse a correction request, we will provide reasons where required by law and explain the available complaint mechanisms.
23. Privacy complaints
If you believe we have not handled your personal information appropriately or have breached an applicable privacy obligation, please contact us using the details below.
Please provide enough information for us to understand the nature of your concern and how you would like it resolved.
We will:
- treat your complaint seriously;
- acknowledge and investigate the complaint within a reasonable period;
- request further information where reasonably necessary;
- provide you with a response explaining the outcome of our investigation; and
- take appropriate remedial action where a complaint is substantiated.
We aim to resolve privacy complaints within 30 days where reasonably practicable. If a matter is complex or requires additional time, we will keep you informed.
If you are not satisfied with our response, you may be entitled to make a complaint to the Office of the Australian Information Commissioner.
24. Contact us
For questions about this Privacy Policy, requests to access or correct personal information, privacy complaints or other privacy enquiries, please contact:
Privacy Officer
Digital Camera Warehouse
DCW (NSW) Pty Ltd
ABN 73 645 463 627
174 Canterbury Road
Canterbury NSW 2193
Australia
Phone: 1300 365 220
Email: info@digitalcamerawarehouse.com.au
Please mark written correspondence "Attention: Privacy Officer".
25. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, technology, information-handling practices or legal obligations.
The current version will be published on our website and will show the date on which it was last updated.
Where a change materially affects how we handle personal information, we will take reasonable steps to provide additional notice where appropriate.
26. Our commitment
Privacy is an ongoing responsibility.
We seek to manage personal information in a transparent and accountable way, collect only the information reasonably necessary for our functions and activities, protect information while it is held, provide appropriate control over marketing communications, and ensure that personal information shared with suppliers and service providers is limited to legitimate business purposes.
If you have a question about how your personal information is handled, please contact us using the details above.
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